The Channel Operations team supports channel and alliance partners. We have oversight into and are accountable for the operational readiness of quote to order capabilities, the user experience, and systems, tools, and processes necessary for our partners and internal teams. We also provide data insights to our internal business stakeholders driving and supporting strategic decisions. The Channel Reseller Operations team member’s scope will be across the various operational components. This role will blend operations training, operational process design and execution, reporting and KPI’s, post-sale support escalation, and alignment to shared goals across the AMER Distribution and Direct Reseller network. This is an individual contributor role.

Responsibilities:

• Channel Operations primary point of contact for the AMER Distributors and select Direct Resellers, including development and delivery of on-boarding & operational training to ensure transactional readiness

• Work cross-functionally with internal stakeholders to resolve issues, understand the business and data challenges, and respond to escalation and exception requests, including post-sales support

• Act as liaison to the Distributor and Direct Reseller partner’s operations teams to mutually align programs, processes, and operational enablement; identify opportunities to leverage and align operational practices 

• Create and deliver operational scorecard for LatAmDistributor line of business

• Conduct regularly scheduled meetings with key managers of the business for the purpose of reviewing progress as well as identifying optimization opportunities

• Oversee distributor system integrations across various systems and workflows (API, FTP, CPQ, and more) and coordinate changes/improvements/support

• Provide input and requirements to streamline lead to cash processes, focusing on scale within CPQ and order processing areas

• Represent Channel Operations in all projects supporting our partnership with Distributors

• Support month-end and quarter-end activities as needed

Requirements:

• 10 years’ experience working in a complex and high-risk change environment with multiple stakeholders and securing their engagement to deliver change

• Demonstrated ability to operate effectively in a rapidly scaling, dynamic environment, be able to manage multiple stakeholders and groups simultaneously 

• Previous channel experience, directly supporting distributors

• Strong understanding of two-tier channel sales and various partner segment fundamentals

• Knowledge and experience of developing and implementing policies and procedures

• Experienced in Sales Operations or Partner Operations, preferably in SaaS

• Understand sales processes well enough to provide a quality assurance check of program automation system deliverables and a point of view of best practices and solutions across functions

• Experienced in task prioritization, workload and escalation management

• Demonstrated expertise and success in the analysis, design, and automation of business processes

• Working knowledge of data analysis and performance/operations metrics

• Ability to influence change and guide new initiatives that align with cross functional organization inside of Zoom

• Strong interpersonal and team building skills; ability to work with a diverse team and influence/drive change across functional and business boundaries

• Excellent communication skills and tactful diplomacy

• B.S. Required

Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.

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